Senior Product Manager
@ Equinix

United States
$170,000
On Site
Full Time
Posted 2 days ago

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XXXXXXXXX XXXXXXXXX XXXXXX****** @equinix.com
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Job Details

About Equinix

Equinix is the world’s digital infrastructure company, turning bold ideas into breakthrough experiences. They value unique perspectives and encourage challenging assumptions to foster innovation.

Job Summary

The Senior Product Manager will drive development and enhancement of the support and call center platform. This role focuses on delivering exceptional support experiences by optimizing telephony systems and service management tools.

Responsibilities

  • Own and manage the support and call center platform product backlog.
  • Collaborate with support operations, engineering, and business stakeholders.
  • Drive implementation and optimization of Salesforce Service Cloud and telephony systems.
  • Define technical requirements for omnichannel routing and system integrations.
  • Design, implement, and track support metrics and KPIs.
  • Conduct user research to continuously enhance platform usability.
  • Ensure seamless integration across customer success, sales, and product teams.
  • Stay current with contact center best practices and emerging technologies.

Qualifications

Bachelor’s degree in Business, Computer Science, Engineering, or a related field and 3-5 years of product management or product owner experience are required. Hands-on experience with Salesforce Service Cloud and a deep understanding of call center telephony systems are essential. Familiarity with Agile/Scrum methodologies, stakeholder management, and data analysis is a must. Preferred qualifications include Salesforce certification, experience with leading telephony platforms, and familiarity with AI-powered features.

Benefits

Equinix offers competitive compensation, inclusive benefits, retirement plans, paid time off, and healthcare options adapted to US and Canadian standards. Employee assistance programs and additional perks ensure you bring your whole self to work.

Key skills/competency

Product Management, Salesforce Service Cloud, Call Center, Telephony, Agile, Omnichannel, Data Analysis, Stakeholder Management, User Research, Dashboarding

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How to Get Hired at Equinix

🎯 Tips for Getting Hired

  • Customize your resume: Tailor your experience to product management.
  • Highlight Salesforce skills: Emphasize Service Cloud expertise.
  • Showcase telephony experience: Detail call center system work.
  • Prepare for behavioral interviews: Share examples of cross-team collaboration.

📝 Interview Preparation Advice

Technical Preparation

Review Salesforce Service Cloud configurations.
Practice IVR and CTI system integrations.
Build sample dashboards using Tableau.
Study omnichannel routing technicalities.

Behavioral Questions

Describe a challenging cross-team project.
Explain how you resolve stakeholder disagreements.
Discuss experiences in agile environments.
Share how you manage tight deadlines.

Frequently Asked Questions